Your website is critical to your business. Through clear Service Level Agreements (SLAs), we commit to robust uptime guarantees, so you can focus on what matters most – your business.
Hosting uptime:
Standard Hosting: 99% uptime
Premium & Enterprise Hosting: 99.9% uptime
Hosting uptime is measured quarterly, aligning with your unique billing cycle.
Atomix web hosting Service Level Agreement (SLA) terms
This Service Level Agreement ("SLA") outlines the uptime guarantees for Atomix web hosting services and the remedies available should those guarantees not be met. This SLA is incorporated into and governed by the Atomix Terms and Conditions of Service.
1. Uptime guarantee:
Atomix guarantees the following quarterly uptime percentages for its web hosting services:
Standard Hosting: 99.0%
Premium Hosting: 99.9%
Enterprise Hosting: 99.9%
2. Credit for downtime:
Should Atomix fail to meet the guaranteed uptime for your specific hosting tier at the end of your quarterly hosting period, you may be eligible for a service credit as follows:
Calculation: The credit will be calculated based on the prorated hosting cost for the period of downtime that falls below the guaranteed uptime percentage for your plan.
Example: If your Standard Hosting (99% uptime guarantee) experiences 98% uptime in a quarter, your site was down for 2% of the quarter. The qualifying downtime exceeding the SLA is 1%. You would receive a credit equivalent to 1% of your quarterly hosting fee applied to your next billing period.
Issuance: Credits will be applied to your next Hosting billing statement. Credits are for future service only, are non transferable and are not redeemable for cash.
3. Exclusions:
This SLA does not apply to any performance issues or downtime:
caused by factors outside of Atomix's reasonable control (e.g., acts of God, war, terrorism, government actions, major internet outages not caused by Atomix infrastructure);
resulting from your equipment, services, or third-party equipment or services (not within Atomix's direct control);
failure of any reason related to domain names or DNS;
resulting from your actions or inactions, or the actions or inactions of your employees, agents, or vendors (e.g., website code errors, misconfigurations, excessive traffic due to unoptimised content, unpatched security or stability vulnerabilities not covered by an agreed security retainer, or client-induced site breakage);
where the resolution requires input or decisions from the Client, and the Client is not contactable or not responsive to communication attempts;
during scheduled and planned maintenance or deployments, where the Client is informed at least 48 hours prior to deployment;
caused by the infrastructure provider; or
attributable to distributed denial of service (DDoS) attacks or similar malicious activities.
4. Measurement:
Uptime is measured on a quarterly basis, aligning with your Website Hosting billing cycle. Uptime is calculated based on the total number of minutes within your quarterly billing period, excluding scheduled maintenance and exclusions described in section 3.
5. Sole remedy:
The service credit described in section 2 is your sole and exclusive remedy for any failure by Atomix to meet the uptime guarantee.
FAQs
Q: What is an SLA?
A: An SLA, or Service Level Agreement, is a formal commitment from Atomix regarding the level of service you can expect for your web hosting, specifically concerning website uptime. It outlines our responsibilities and what happens if we don't meet our promised service levels.
Q: What uptime do you guarantee?
A: We guarantee 99% uptime for Standard Hosting and 99.9% uptime for Premium and Enterprise Hosting. This means your website will be accessible and performing reliably virtually all the time.
Q: What happens if my site experiences downtime beyond the guarantee?
A: In the rare event your site's uptime falls below our guarantee, you may be eligible for a service credit. We'll discount your next quarterly billing period for the equivalent hosting cost of the time your site was down exceeding our SLA.
Q: How is the credit calculated?
A: The credit is calculated based on the actual time your site was down beyond the guaranteed uptime percentage. For example, if your plan guarantees 99% uptime and your site is only up for 98% in a quarter, you'd get a credit for that 1% difference.
Q: How often is the SLA tracked?
A: Our SLA performance is tracked quarterly, aligning with your billing period, to ensure fair and consistent measurement.
Q: Are there any situations where the SLA doesn't apply?
A: Yes, the SLA has some exclusions. It doesn't apply to downtime caused by things outside of our control (like major internet outages not specific to our infrastructure), issues with your own actions or content, or scheduled maintenance. Full details are in our complete terms.
Q: How do I claim a credit?
A: In the rare case that our uptime isn’t met, we’ll issue a credit to your next bill. We actively monitor uptime, and review uptime % on a quarterly basis. If you believe you're eligible for a credit, please submit a written request to us within 30 days after the end of the quarterly hosting period (billing quarter). We'll then review your request and, if eligible, apply credit to your next billing cycle.